Emotional labour, collectivism and strain: a comparison of Turkish and U.S. service employees

IF 5.6 2区心理学 Q1 PSYCHOLOGY, APPLIED

Work and Stress Pub Date : 2020-04-02 DOI:10.1080/02678373.2019.1598515

A. Nixon, Savaş Ceylan, C. Nelson, Merve Alabak

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引用次数: 11

Abstract

ABSTRACT Global growth in service employment highlights the need to understand how cross-cultural differences impact emotional labour processes for service employees. The current study investigates these differences by examining the impact of national and individual level collectivistic values on emotional labour strategies and employee strain (emotional strain, turnover intentions, job satisfaction, and organisational commitment). Cross-sectional data was collected from U.S. (n = 191) and Turkish (n = 249) customer service employees. Results indicate that collectivism impacts the process model of emotional labour via direct and interaction effects. Collectivism was associated with higher emotional labour engagement and lower employee strains. Surface acting was uncorrelated with Turkish employees’ strain, though moderated regression analyses revealed interaction effects associated with national and individual level collectivism. These results suggest that collectivistic values may serve as a buffer against harmful effects associated with surface acting. This study is the first to directly compare emotional labour processes in U.S. and Turkish service employees and expand the process model of emotional labour to include collectivism. The theoretical implications of this expanded model are discussed, along with future research directions and practical applications of these findings.

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情绪劳动、集体主义和压力:土耳其和美国服务业雇员的比较

服务业就业的全球增长凸显了了解跨文化差异如何影响服务业员工情绪劳动过程的必要性。本研究通过考察国家和个人层面的集体主义价值观对情绪劳动策略和员工压力(情绪压力、离职倾向、工作满意度和组织承诺)的影响来调查这些差异。横断面数据收集自美国(n = 191)和土耳其(n = 249)客户服务员工。结果表明，集体主义通过直接效应和交互效应影响情绪劳动的过程模型。集体主义与较高的情绪劳动投入和较低的员工压力有关。表面行为与土耳其员工的压力不相关，尽管适度的回归分析揭示了与国家和个人层面的集体主义相关的相互作用效应。这些结果表明，集体主义价值观可以作为与表面作用相关的有害影响的缓冲。本研究首次直接比较了美国和土耳其服务员工的情绪劳动过程，并将情绪劳动的过程模型扩展到包括集体主义。讨论了这一扩展模型的理论意义，以及未来的研究方向和这些发现的实际应用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Work and Stress PSYCHOLOGY, APPLIED-

CiteScore

11.70

自引率

3.30%

发文量

期刊介绍： Work & Stress is an international, multidisciplinary quarterly presenting high-quality papers concerned with the psychological, social and organizational aspects of occupational health and well-being, and stress and safety management. It is published in association with the European Academy of Occupational Health Psychology. The journal publishes empirical reports, scholarly reviews and theoretical papers. It is directed at occupational health psychologists, work and organizational psychologists, those involved with organizational development, and all concerned with the interplay of work, health and organisations. Research published in Work & Stress relates psychologically salient features of the work environment to their psychological, behavioural and health consequences, focusing on the underlying psychological processes. The journal has become a natural home for research on the work-family interface, social relations at work (including topics such as bullying and conflict at work, leadership and organizational support), workplace interventions and reorganizations, and dimensions and outcomes of worker stress and well-being. Such dimensions and outcomes, both positive and negative, include stress, burnout, sickness absence, work motivation, work engagement and work performance. Of course, submissions addressing other topics in occupational health psychology are also welcomed.